Senior Digital App Expert (Digital Channels)

1. Role Overview

The Senior Digital App Expert is responsible for the functional and operational management of My Ooredoo digital channels, including the mobile application and the My Ooredoo web interface as well as the 3rd party Apps.

The role ensures the continuous enhancement of digital selfcare and digital sales journeys by improving customer experience, strengthening the digital value proposition, and supporting revenue growth through optimized digital funnels.

The Senior Digital App Expert acts as a key coordination point between Business, IT, and Marketing teams to ensure high-quality delivery and performance of digital initiatives.

2. Scope

• My Ooredoo Mobile Application

• My Ooredoo Web Interface (Selfcare & Digital Sales)

• Digital journeys including:

  • Bundle purchases

  • Recharge flows

  • Online payment

  • Upsell & Cross-sell

  • Digital services adoption

• Manage the integration of Ooredoo payment services across partner platforms and third-party applications.

3. Key Responsibilities

A. Digital Product Ownership & Value Proposition

• Define and manage the digital product roadmap aligned with business objectives.

• Develop and continuously enhance the digital value proposition.

• Identify opportunities to improve digital conversion and customer engagement.

• Conduct benchmark analysis on digital best practices (Telco & E-commerce).

B. UI/UX Optimization & Customer Experience

• Ensure strong UI/UX consistency across mobile and web channels.

• Collaborate with design and IT teams to improve customer journeys and usability.

• Identify friction points and propose UX improvements to increase conversion.

• Support A/B testing and customer journey optimization initiatives.

C. Operational Delivery & IT Coordination

• Prepare business requirements and functional specifications.

• Maintain rigorous follow-up of IT deliverables and project timelines.

• Work closely with IT teams to prioritize backlog and ensure timely delivery.

• Lead and coordinate:

  • UAT phases

  • Go-live validation

  • Post-launch monitoring (Hypercare)

D. Go-To-Market & Communication Alignment

• Coordinate launches of new digital features and offers.

• Align with Marketing teams on:

  • In-app communication

  • Web visibility

  • Offline campaign consistency

• Ensure product experience matches communication promises.

E. Performance Monitoring & Continuous Improvement

·       Track digital performance KPIs such as:

o   Conversion rate

o   Digital revenues

o   Adoption rate

o   Funnel performance

·       Analyze performance data and propose optimization actions.

·       Support continuous improvement initiatives across digital channels.

. Operational Expertise & Issue Resolution

·       Act as the functional reference for digital journeys.

·       Support troubleshooting of digital incidents impacting customer experience or sales.

·       Ensure coordination between Business and IT during incident resolution.

·       Monitor critical flows such as purchase, recharge, and payment journeys.

4. Profile & Experience

Education

·       Bachelor’s or Master’s degree in Digital, Marketing, IT, or related field.

Experience

·       4 to 5 years in:

o   Digital channels management

o   App/Web functional management

o   Digital sales or E-commerce environments

·       Telecom experience is a strong advantage.

5. 5. Skills & Competencies

Digital & Product

·       Strong understanding of mobile and web ecosystems

·       UI/UX fundamentals and customer journey optimization

·       Digital funnel and conversion optimization

Functional & Technical

·       Functional specifications writing

·       UAT coordination

·       Strong follow-up of IT deliveries and timelines

·       Ability to translate business needs into functional requirements

Analytics

·       Strong analytical mindset and data-driven approach

Languages

·       Strong professional proficiency in English (written and spoken)

Soft Skills

·       Cross-functional collaboration

·       Strong organizational and coordination skills

·       Problem-solving mindset

6. Key KPIs

·       Digital revenues growth

·       Conversion rate improvement

·       Digital adoption rate

·       Online payment usage

·       Time-to-market for digital releases